Editor's Note: Take a look at our featured best practice, Multichannel Contact Center Strategy (27-slide PowerPoint presentation). In the increasingly competitive business scenario, the end-to-end customer experience and delight has become a new area, which no one can afford to neglect. It is of paramount importance to deliver superior services with differentiated experience, while aligning with the ever-changing customer [read more]
Also, if you are interested in becoming an expert on Customer-Centric Design (CCD), take a look at Flevy's Customer-Centric Design (CCD) Frameworks offering here. This is a curated collection of best practice frameworks based on the thought leadership of leading consulting firms, academics, and recognized subject matter experts. By learning and applying these concepts, you can you stay ahead of the curve. Full details here.
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With social media and customer review websites, it’s easier than ever for customers to publicly state their opinion of your business dealings. Hopefully, this is a positive thing, and your experiences so far have been nothing but positive. The question in this digital age is how to ensure that your customers are getting the best service you can provide, and with that comes the fact of repeat custom. Customer happiness is one of the keys to a successful business, and no matter which industry you work in, chances are that customer satisfaction is one of the more important elements of your role.
Personalize Your Communication
Of course, the internet means that anyone on the planet can visit your sales page, but just because it has to be tailored to everyone, that doesn’t mean that you have to make it bland and lifeless. Adding your own personality, whether it’s a true version or a manufactured and designed ideal, will go a long way to making people trust your company. There’s a reason that social media posts by major corporations go viral when they display humor and self-awareness; we like being reminded, even subconsciously, that there are faces behind the shiny facades of the mega-business.
Deliver on Your Promises
If you’re using a website that guarantees delivery by a set time, then you are able to arrange your life around that delivery. There is nothing worse than waiting in all day, only to find that for reasons beyond the customer’s control, their delivery either didn’t arrive or delivery was attempted at the wrong time. This isn’t going to convince that customer to use your services again. To improve the delivery of your business, you could either screen many delivery services and only employ the most trusted one, or, instead, you could start your own delivery service. If you’re looking to do the latter, then you’ll have to buy a couple of trailers from a trusted company like ATE trailers, employ delivery drivers and keep track on what’s order, out for delivery and delivered.
Do Your Research
Market research works on both sides of a sale. Finding out what potential customers want from your product or service is vital for clarifying your business model and can help you to design your business strategy. In those terms, it is obvious that research can prevent serious loss of money in the opening stages of your business plan. However, just because a sale is made, that doesn’t mean you have to stop the research there, as finding out what existing customers felt about your service will tell you a lot about where improvements can be made (and where you’re doing the best). These customers are just as important as your future customers, as the ones that have already spent money with you are more likely to return if their experience was without stress or hassle.
Whether you’re a legacy business with an existing customer foundation or a brand new start-up looking to break into a new market, by making sure that your customers get the best service from start to finish, you will only help to secure the future of your company.
136-slide PowerPoint presentation
Enhance your organization's CX with our Delivering Service Excellence PPT. Equip your staff with the skills to create quality customer experiences, differentiate from the competition, and build trust and long-term relationships. Learn to manage emotions, deliver personalized service, and apply the
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Gain the knowledge and develop the expertise to become an expert in Customer-Centric Design (CCD). Our frameworks are based on the thought leadership of leading consulting firms, academics, and recognized subject matter experts. Click here for full details.
In the modern Digital Age, advances in technology and communication, combined with the explosive growth in data information, have given rise to a more empowered global customer. Recent economic and political events highlight the need for organizations to understand how consumers view the world and the most important attributes for their purchasing decisions.
Thus, increasingly more organizations are seeking to invest and focus on Customer-centric Design. A clear understanding of customer needs and behaviors across the organization will help drive profitable growth strategies and provide the confidence to invest in opportunities at a time when staying within budget can be extremely difficult.
Learn about our Customer-Centric Design (CCD) Best Practice Frameworks here.
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